BPO SOLUTIONS
Artificial intelligence is driving double-digit growth
Conversational AI and automation are helping BPO providers grow by 22 percent.*
Give your CX a competitive edge
By 2025, the global BPO industry is projected to reach $14 billion in revenue. As companies continue to consolidate their customer service operations—or bring them in house—business process outsourcers face increasing pressure to differentiate themselves from their peers. Conversational AI and automation can make the difference—driving higher productivity, efficiency and satisfaction while reducing compliance and operational costs.
Do more with digital-first service
Higher Agent Productivity & Retention
Higher call volumes and increasing complexity are fueling agent attrition and making reskilling difficult. By automating time-consuming manual tasks and delivering real-time analytics, coaching cues, sales and compliance prompts, AI empowers agents to be more productive—and less likely to leave.
Better Customer Service
Customers today expect—and anticipate—a swift, seamless and personalized experience. Artificial intelligence—supercharged with emotional analytics—can “read” customer sentiment, intent and emotion and tailor journeys accordingly while accelerating the speed to resolution through automation.
Greater Operational Efficiency
At the same time customer expectations are rising, so too are client demands. AI and automation can help BPOs operate more efficiently at every level—whether it’s containing low-value calls in self-service, assisting agents during live interactions or reducing rising quality assurance and compliance costs.
Strategic roadmap to deliver new-age customer experiences
Real results from real BPO leaders
Leading BPO providers, including Arise and Tech Mahindra, rely on Uniphore’s conversational automation platform to deliver strategic outcomes and increase their clients’ wallet share. These outsourcers—and hundreds just like them—have differentiated themselves as digital-first providers by:
A gig economy BPO
using Uniphore’s conversational automation platform
reduced call escalations by 60% and hold time by 30%.
- Using real-time sentiment, emotion and intent analytics to better understand customer context and drive empathy
- Guiding agents toward next-best actions with in-call coaching alerts that accelerate resolution and pinpoint cross-sell and up-sell opportunities
- Identifying customer and agent-centric patterns across voice, email, text or chat to eliminate friction in the customer journey
- Automating after-call work (ACW), including call summarization, CRM updating and executing follow-up actions
- Automatically managing promises made on calls, such as ordering replacement parts, scheduling service calls and more
- Analyzing unstructured data from 100% of customer conversations to reduce customer churn, drive compliance and optimize contact center operations
BPO Stats
78% Abandoned a Purchase
$76.9 Billion Market
78% Prioritize AI
2 Business Process Outsourcing Market by End User and Geography – Forecast and Analysis 2021-2025 Technavio
3 2020 Contact Center AI Benchmark Trend Report – Canam Research
BPO resources and case
studies
- WebinarDec 6, 2021
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Additional Resources
*McKinsey & Company data
